Rahul Bhattacharya

• Enhanced customer satisfaction by effectively addressing and resolving complaints in a timely manner.
• Consistently exceeded performance objectives, demonstrating commitment to excellence in customer service and leadership within the department.
• Supported company growth initiatives by contributing insights from customer interactions that informed product development or marketing strategies.
• Analyzed customer feedback data to identify trends and areas for improvement, implementing necessary changes accordingly.
• Identified opportunities and found solutions for continuous improvement.
• Led, built and developed team for modeling service excellence.
• Maintained associate payroll, benefit and performance information.
• Organized and balanced multiple priorities within fast-paced environment.
• Played a key role in retaining valuable customers by proactively identifying potential issues and offering tailored solutions before escalation occurred.
• Led a team of customer service representatives, ensuring consistent delivery of exceptional support.
• Adapted quickly to changing business needs by revising policies or procedures as needed based on real-time feedback from customers or internal stakeholders.
• Collaborated with other departments to identify and resolve cross-functional issues impacting customer experience.

• Established long-term client relationships through consistent delivery of high-quality products and services.
• Enhanced customer satisfaction by streamlining communication channels and improving response times.
• Developed innovative solutions to complex problems, resulting in improved organizational performance.
• Mentored junior staff members for accelerated career growth, developing future leaders within the organization.
• Prepared annual data to determine metrics for operational performance.
• Optimized operational efficiency by redesigning processes, systems, and workspaces for increased productivity.
• Interviewed, recruited and trained new onboarding candidates.
• Achieved company growth by implementing strategic marketing plans and business development initiatives.
• Assisted in employee appraisals, promotions and terminations based on performance reviews.
• Identified trends and assessed opportunities to improve processes and execution.
• Collaborated with stakeholders to develop actionable strategies that aligned with corporate goals and objectives.
• Managed cross-functional teams for successful project completion within budgetary constraints and deadlines.
• Implemented cost-saving measures through reevaluation of supply chain management practices.
• Located bottlenecks to streamline existing processes.
• Assessed and analyzed departmental budgets to find ways to minimize expenses and optimize profits.
• Expanded market presence by identifying new business opportunities and forging strategic partnerships.
• Reviewed employee concerns and new opportunities to drive business strategies.
• Optimized supply chain operations, ensuring timely delivery of products while minimizing logistics costs.
• Conducted comprehensive market research to guide development of highly successful new service offering.
• Managed and motivated employees to be productive and engaged in work.
• Accomplished multiple tasks within established timeframes.

Key Achievements:

Improved Net Promoter Score (NPS) by over 20% through proactive engagement and recovery strategies.

Reduced average resolution time by 30% by developing standardized omnichannel SOPs.

• Increased market share with strategic business development efforts, expanding into untapped markets.
• Led cross-functional teams to achieve project goals, fostering collaboration and innovation.

Ensured 100% SLA adherence and seamless service delivery across voice, chat, and social platforms.

Aligned customer experience KPIs with brand objectives post-Asian Paints acquisition.

• Self-motivated, with a strong sense of personal responsibility.
• Excellent communication skills, both verbal and written.
• Proven ability to learn quickly and adapt to new situations.
• Skilled at working independently and collaboratively in a team environment.
• Worked well in a team setting, providing support and guidance.
• Passionate about learning and committed to continual improvement.
• Managed time efficiently in order to complete all tasks within deadlines.
• Assisted with day-to-day operations, working efficiently and productively with all team members.
• Adaptable and proficient in learning new concepts quickly and efficiently.
• Learned and adapted quickly to new technology and software applications.
• Resolved problems, improved operations and provided exceptional service.
• Proved successful working within tight deadlines and a fast-paced environment.
• Participated in team projects, demonstrating an ability to work collaboratively and effectively.
• Coordinated with technical and logistics teams for seamless operations.
• Maintained 95%+ service level (SL) compliance.
• Increased FCR by 18% via optimized call scripts and resolution workflows.
• Achieved a consistent CSAT of 90%+ month over month.
• Reduced AHT by 15% through coaching and scripting enhancements.
• Improved agent performance scores by 25% through a structured quality system.